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Agadir – Morocco’s Ministry of Health and Social Protection has launched a major national healthcare complaints system with “Chikaya Santé” digital platform to improve transparency, responsiveness, and service quality across the sector.
The launch ceremony was held today in Rabat in the presence of Morocco’s Health Minister, Amine Tehraoui, ensuring a step toward building a more citizen-centered healthcare system.
The platform is designed to establish an integrated national system for receiving, processing, and monitoring complaints related to both public and private health services.
“This project comes in the framework of updating the system to handle complaints related to health services, currently being implemented, in order to strengthen the mechanisms of interacting with the expectations of citizens and citizens,” the ministry explained.
Throughout this reform, the ministry will create an equipped center and a responding team, ensuring precise tracking and efficient handling of citizens’ grievances.
The team contains over 20 professionals, including call agents, supervisors, and central management personnel to guarantee continuity of service and faster response times.
Chikaya Santé system introduces a multi-channel approach, through which users can submit complaints through a variety of accessible platforms, including telephone, online portal, email, WhatsApp, and SMS.
This diversification aims to simplify procedures and make the system more inclusive, ensuring broader access for citizens across the country.
According to the ministry, this initiative aligns with the broader healthcare reform agenda, “related to launching a radical and profound reform of the national health system and improving the quality of health services bringing it closer to citizens.”
Tahraoui emphasized that updating the health complaint platform constitutes a quality step towards consolidating the culture of listening within the health system, strengthening the confidence of citizens in the services provided, by “ensuring a quick and effective interaction with their complaints, and making the high-ranking in the priorities of sector reform.”
The ministry also shared the key pillars of this system, including the establishment of a national listening center powered by advanced digital tools, approval of an integrated digital system for recording and tracking of complaints.
It also includes ensuring effective processing through a clear framework that respects set timelines, as well as strengthening coordination at both regional and central levels for case management.
The minister calls all citizens to file their complaints via the platform’s official online portal or via the free number 0801 00 53 53, available through phone, WhatsApp, and SMS.
